Poor call out time

My teenage son recently broke down, he continued on to work by foot and I arranged the call out (14:20 hours approximately) when I finished work; I explained that no one was currently with the vehicle but my wife would attend once we had a time scale and accompanying her would be our other child who suffers with ADHD and ASD (I had to explain to the call handler that these manifested as anxiety), we were told it would any time up to 90 minutes.
My wife went straight to the vehicle and waited, at the 90 minute mark she had to call back as no breakdown had arrived, she was told they were on the way. A further three calls to or from GEM and the breakdown driver finally arrived after 3 hours (17:30 hours approximately), he stated that he had only been given the job an hour previously.
Considering the circumstances I think this is a very poor service and hope this being our first call out is not indicative of the service we will receive in the future.